FAQ

By completing a transaction on our website you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Montsand, we will not be liable for any delay or non-delivery.

Your privacy and data security are treated with the utmost importance and care at all times. They will be fully encrypted and only used to process card transactions which you have initiated.

Montsand offers both available and pre-order items. Estimated processing time and delivery timeframe are noted under each size option on the product page once added to cart. Please review these details carefully to ensure the item aligns with your desired delivery date.

For time-sensitive orders or special delivery requests, reach out to our Customer Support team or live chat with us (chat widget icon is on your left screen). We will gladly coordinate to assess the feasibility of expediting your order where possible.

We ship to most regions worldwide. Offering a complimentary, trackable shipping service via DHL Express (sale off items during sale season are excluded). Delivery typically takes 3–10 business days, depending on your location. 
A tracking number will be sent to your email once your order has been collected by our DHL courier. If you wish to confirm specific delivery details for your region, please contact our Customer Support team or live chat with us (chat widget icon is on your left corner of your screen).

If your order includes both in-stock and pre-order items, we typically ship the full order together once all items are available. However, if you would prefer to receive the in-stock items first and have the pre-order items shipped separately once they're ready, please submit your request here or live chat with us. In this case, we will support free shipping for up to 2 separate shipments. For any specific shipping requests, please contact our Customer Service team here.

*Note: International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates. Customs policies vary widely from country to country; contact your local customs office for more information.

You can track your order here

Some destinations have specific customs requirements. Please ensure the relevant information is provided at checkout to avoid delays or failed delivery:

1. Brazil: All orders shipped to Brazil must provide a CNPJ/CPF number to proceed. This is mandatory as required by the Brazilian customs border. Please include this information in the  Additional Information section during checkout
2.  South Korea: A valid Personal Customs Clearance Code (PCCC) is required for customs clearance. Please enter your PCCC in the Additional Information section at checkout
3. Turkey: For personal shipments, orders exceeding $50 cannot be imported due to local import restrictions. We recommend either using an alternative shipping address in another country, or placing your order under a business/commercial entity for successful clearance
4. Indonesia: A valid NPWP (Tax ID) may be required by customs. Please include it in the Additional Information section at checkout if available, especially for high-value shipments
5. United Kingdom: If your shipping address is registered to a business, a valid EORI number is required. Please include this at checkout if applicable
6. GULF Countries: (UAE, Saudi Arabia, Qatar, Kuwait, Bahrain & Oman): A valid local phone number is mandatory for delivery coordination. Please ensure your shipping address and contact information are accurate, written in English, and fully complete to avoid any delivery issues.

If you decline to accept your parcel due to import duties or taxes, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our address. This amount will be deducted from your merchandise refund.

For orders within the United States, shipments are delivered on a Delivery Duty Paid (DDP) - all applicable duties, taxes and fees are included in the price displayed on the product page and in the total amount of the order at checkout. Customers will not be charged anything extra upon delivery.

For all other destinations will not include duties and taxes displayed on the total amount of the order at checkout. Your order will be shipped Delivered Duty Unpaid (DDU) and you may be required to pay duties and taxes on customs entry arrival into your country. Additional fees may apply. If the parcel is not accepted and returned to the sender. Such fees may be deducted from the refund amount once the return is processed.

1. How to Initiate a Return

Submit your return request here. If your order meets our return conditions, we will send a confirmation email within 5–7 business days with a return label and an estimated return shipping cost.

Please note:

• Exact shipping costs will be confirmed once the item is received and will be deducted from your refund
• The return label is valid for 5 days — please ship the item within this period following the instructions provided in the email

2. Condition Upon Return

If a returned item does not meet the eligibility conditions above, or arrives damaged, altered, or defective due to mishandling or improper use, Montsand reserves the right to deny the refund or apply a repair/restoration fee at our discretion.

3. Refund Processing

Once we receive and inspect your returned item(s), your refund will be processed. This typically takes 10–15 business days from the date of receipt, and may take up to 30 business days depending on your card issuer.

Refunds are issued to the original payment method, based on the original purchase price, excluding any original shipping charges, return shipping costs and Customs duties. If you have not received your refund after 30 business days, please contact us for an update.

1. Before Dispatch

If you have not yet received a tracking number, you can modify your order via:

• Live chat
• Exchange request form

Discounted items during sale season are not applicable.

2. After dispatch

If your order has already been dispatched and you wish to exchange it to different size or style, please follow these steps:

• Submit exchange request here. Or contact us via live chat (live chat widget is on your left screen)
• If your order meets the conditions, we will send a confirmation email with a return label.
• Once we receive the returned item, we will notify you of any return shipping cost and additional charges.
• After payment is confirmed, we will process the exchange and dispatch your replacement.

Please note: exchange shipments might incur import duties & taxes and customers are responsible for this. If you require the replacement urgently, we recommend placing a new order immediately while returning the original item. A refund for the initial order will be processed once the returned item has arrived at our warehouse and passed inspection.

Once an order has been dispatched to our courier, it can no longer be cancelled. For orders that have not yet been dispatched:

• Cancellations or amendments requested within 2 hours of placing your order are free of charge.
• After 2 hours, your order may have entered production or been handed to our fulfilment team for dispatch - at this stage, amendments may no longer be possible. Should you wish to cancel at this stage, a 5% cancellation fee will apply.
• Submit your request here

Approved refunds are processed within 10–15 business days from the date your cancellation request is confirmed, and may take up to 30 business days depending on your card issuer.

Please note:

• Orders containing discounted or sale items are final sale and are not eligible for cancellation, returns, or exchanges.
• If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our warehouse. These amounts will be deducted from your merchandise refund. Refunds will be issued in the form of Montsand Store Credit.

Montsand takes full responsibility for the quality of our products and services. If you receive a defective or faulty item, we are happy to offer you a free return and full refund. Please follow the steps below, and we will assist you promptly:

• Contact us here within 3 days of receiving the item, providing photos of the defects and a video of the unboxing process. We will offer a free return and full refund for defective items.
• Ensure that the item is kept in its original packaging, including all accessories, documentation, manuals, labels, tags, and the purchase invoice.